Allison Barkley Email & Phone Number

San Francisco, CA, US

San Francisco, CA, US

• Managed a team of customer success specialists and oversaw all incoming email and chat support.
• Proactively reached out to existing customers about known issues or areas to use the service further.
• Synthesized customer problems into bug tickets and led resolution.
• Kept track of and updated feature requests, acting as the voice of the customers.
• Built and maintained help documentation. This involved creating comprehensive guides and manuals that provided step-by-step instructions on how to use the software.
• Authored troubleshooting articles that helped users to identify and resolve common issues they may encounter while using the software.

London, GB

• Handle all aspects of customer payments in order to ensure accurate and timely posting to their respective accounts.
• Identify and solve recurring customer problems with product engineers and other operational teams by providing supportive data and analysis.
• Handle multiple projects, including project initiation, planning, execution, and closeout.

• Ensure the correct and prompt processing of each unique transaction. Work closely with Quality Analyst, Project Analyst, and management to provide in-depth analysis of pending activity.
• Prepare mass uploaded client data for entry into multiple systems in coordination with other departments.
• Monitor daily ledger including daily reconciliation of transactions to the record-keeping system.
• Work directly with clients to respond to customer support requests such as account balances or refunds.
• Assisted in training new hires and the development of documented procedures.

US

• Maintain office services by organizing office operations and procedures, preparing payroll, controlling correspondence, designing filing systems, reviewing and approving supply requisitions, and assigning and.
• Provide historical reference by defining procedures for retention, protection, retrieval, transfer, and disposal of records.
• Maintain office efficiency by planning and implementing office systems, layouts, and equipment procurement.
• Design and implement office policies by establishing standards and procedures; measuring results against standards, and making necessary adjustments.
• Keep management informed by reviewing and analyzing special reports; summarizing information; identifying trends.
• Achieve financial objectives by preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.

• Manages all office operations including scheduling appointments and employee work hours.
• Provided second tier customer service conflict resolution to retain dissatisfied clients.
• Aided staff of 15 through coordination of personnel logistics, budget preparation/control, and records.
• Created and maintained an automated filing system to store and track records and information.